Sr. Service Experience Consultant

Job Description

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal Partner to product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. and enabling our client facing teams to deliver and scale new products, services and initiatives into the market. You will be a key driver in the effort to define the shared strategic vision for the Non-Card Payment Platform - Visa B2B Connect and defining tools and services that safeguard Visa’s payment systems.

CS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for cross businesses that support B2B Connect. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Consultant, Service Experience operates as an individual contributor and is responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross-functional partners, primarily focused on the client delivery and support of B2B Connect.  This role involves working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.

The Sr. Consultant provides technical expertise, project management and support to the Client Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, client-facing release management, change management, and align external communications.  Additionally, this role will partner with Product teams to shape go-to-market strategies and processes and ensure the needs of the Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services.  This may include contributing to product roadmaps, enhancement requests, and creating/coordinating the development of artifacts such as implementation guides, training, client communications, FAQs, etc.

This role is expected to be a specialist across all products coming into the region, working across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations.  This role requires a client-focused mindset with the perseverance to drive longer-term change for an evolving business and service model.  

Essential Functions

• Assesses and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases.  Ensures communication objectives are achieved and unanticipated impacts are mitigated
• Liaise with Product and Technology teams to identify support and implementation requirements for B2B Connect
• As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality
• Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex client data services products and capabilities
• Provide consulting and technical expertise to structure an effective implementation approach
• Perform impact assessments to ensure overall effectiveness of the support organization
• Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
• Oversees programs and action plans, aligning efforts of the Client Service Delivery organization with other key Visa stakeholders
• Manages a suite of projects to deploy and enhance the support model, support capabilities, and client service
• Provide consulting related to service delivery and support of clients/markets to internal stakeholder.  Brings the Voice of the Client to cross-functional teams.  Influences prioritization and product roadmap
• Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live.  Facilitates release management from a client point of view.
• Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
• Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
• Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs
• Develops and manages a set of KPIs/metrics to track performance of the Client Service Delivery function
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. 

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Hands on experience with non-card payments networks, or B2B payments
• Previous experience with implementations, client consulting, and client support
• Experience working in multi-level operations groups and different client- focused service models, including previous experience working with contact centers
• Proven track record of leading and driving teams to achieve and exceed established goals and objectives
• Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline. Six Sigma and/or PMP certification preferred
• Demonstrated experience learning and working with complex, integrated platforms
• Ability to comprehend and articulate complex technical concepts or processes into layman’s terms
• Self-starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective team
• Experience managing data migration or integration projects
• Experience working with financial data, and knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS.
• Knowledge in application programing interfaces (APIs) gateways.
• Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment
• Track record of building and maintaining strong business relationships with internal and external stakeholders
• Strong understanding of Information Technology, Security, Compliance, and Service Management concepts
• Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions
• Experience building metrics and KPIs that measure operational performance
• Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation
• Strong oral and written communications
• Proficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Experience with data analysis and tools such as Tableau
• Demonstrated Influencing and negotiation skills